FNB online banking assistance

So I deposited money into my Luno account 2 days ago and for some reason FNB had the audacity to then look at the 2 payments on the 16th of May, call me for authorisation even though it was already paid, not get hold of me and then make sure that same payment FAILED after it reflected in Luno(their standard bank account)? Like what? How the hell does an EFT that reflects in Luno(I literally bought ripple with it) fail... Now Luno has put a hold on my entire wallet because the funds are no longer in their bank account and NOW the funds haven’t been returned to my FNB bank account. I got FNB online banking assistance on a phone call and was being helped…then the phone call cut. Recalled them and got stuck with another person assisting me, who all of a sudden had a another story to tell and didn’t want to move my money back into my account.I better get assisted properly and get my money back soon. Otherwise my bank is *****ING from me. Help me FNB!